Principal Engineer, Technical Support, Application Authoring

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Principal Technical Support Engineer, Application Authoring

We are the face of Pega. Our aim is to provide world-class technical support and advice on the use of Pegasystems’ Products and Applications. We make it easy, pleasant, and rewarding for our customers to work with us. You will be working along with the best colleagues and customers across the globe.

Picture Yourself at Pega:

Pega is changing the way the world builds software. In this role, you will be the person the experts go to for help. PTSEs work directly with Pegasystems’ staff, partners, and customers as they develop, test, deploy, and manage BPM (Business Process Management) and BRE (Business Rules Engine) applications through the entire product lifecycle.

What You'll Do at Pega:

You will contribute your technical expertise and Pegasystems product knowledge in resolving complex technology challenges to help customers meet their business needs.

• Work as a trusted support partner to resolve customer questions, incidents, and issues.
• Identify, propose, and implement solutions, and work in a flexible, team environment.
• Troubleshoot, debug, and work with logs.
• Provide technical support, analyzing existing technical issues across Case Management, DX API, Process Fabric, Pega GenAI, and cloud products base, proposing solutions to reported issues.
• Demonstrate effective customer-facing skills in handling the resolution process.
• Work within standard business hours Monday to Friday. Additionally, you may be asked to participate in a role for weekend support or provide on-call support outside standard business hours.
• Demonstrate effective oral and written communication skills, including poise in pressure situations.
• Work effectively with diverse stakeholders and coordinate with multiple teams to achieve results.

Who You Are:

• Strong analytical and problem-solving skills.
• Bachelor's or master’s degree in computer science and engineering or equivalent.
• Aptitude for quickly understanding complex technical issues, customer end-to-end deployments, products, and underlying architecture.
• Advanced teamwork skills with the ability to collaborate and negotiate with other groups and manage conflict.
• Demonstrated effective oral and written communication skills, including poise in pressure situations.
• Problem-solving and can-do attitude for working through complex architecture issues.
• Exhibit agility to work in shifts/on-call assisting clients with their technical issues during off-business hours (holidays and weekends).

What You've Accomplished:

• 4+ years of experience in a technical support role (working primarily on Java/J2EE applications).
• Framework/knowledge in Computer Science, Engineering, or another related field.
• Solid familiarity with Object-Oriented Programming (OOP) concepts.
• Experience with relational databases and web application servers (preferably hosted on Cloud and deployed on Tomcat, JBoss, WebSphere, WebLogic).
• Fluency in English or any other European language is a plus.
• Demonstrated ability to successfully interact in technical discussions. Exhibit a commitment to continuous learning and development. Practice continuous improvement and exhibit a hands-on, “Done-Done” operating style.
• Ability to multi-task, incorporating good organizational skills and flexibility to prioritize work and deliver maximum business value.

Pega Offers You:

• Gartner Analyst acclaimed technology leadership across our categories of products.
• Continuous learning and development opportunities.
• An innovative, inclusive, agile, flexible, and fun work environment.
• Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company.

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Inclusion and Diversity – Inclusive is one of our values at Pega. Pegasystems is committed to inclusion and diversity and strives to foster a fair and inclusive environment for all. We believe Pega can achieve more when we create a culture that inspires each of us to fully contribute each and every day. We encourage diverse thinking and collaboration for better outcomes for all. Learn more about our inclusive culture.

We encourage candidates of all backgrounds and skillsets to consider opportunities at Pega. At Pega, we focus on the skills needed to be successful and we know that our employees can thrive even if they don't possess a traditional background. If you like the sound of this role, but are not sure if you are the right person, please consider applying. We would love to hear from you!

As an Equal Opportunity and Affirmative Action employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.

Export Compliance – For positions requiring access to technical data subject to export control regulations, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals.

Accommodations – If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us here or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.